Network Operations Support Senior Analyst - Mandarin speaking
Accenture Lihat semua pekerjaan
- Kuala Lumpur
- Tetap
- Sepenuh masa
In this role, you will be the first point of contact for customers reporting network and connectivity issues across a range of products and services. The role focuses on resolving customer-reported faults, ensuring SLA adherence, and improving overall customer service experience.Key ResponsibilitiesDay to day handling of customer emails and phone calls for fault reporting and inquiriesContribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied.Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elementsWork within a defined set of relevant product/network procedures, standards and practicesDeliver outcomes by implementing a course of action identified from a general range of solutions1st call Assist in providing technical support in the investigation and rectification of complex incidents1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIPManage the in-coming calls and create SNI tickets within committed Response times and SLA.Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalatedDaily updates reasons for ageing tickets and difficulties handling complex ticketsTechnical Requirements and Qualifications:Technical KnowledgeYou should have hands-on exposure or working knowledge in:WAN, LAN, and network fundamentals (OSI layers, TCP/IP)Protocols: HTTP, HTTPS, FTP, SSH, TelnetTechnologies: Ethernet, MPLS, ADSL, SDH, IPVPN, VoIPBasic understanding of routing protocols such as BGP and OSPFIncident management in a NOC or technical support environmentExposure to Cisco or Juniper devices is an advantageUnderstanding of Cloud, Security, or Contact Centre technologies is a plusExperience2–4 years in Technical Support, NOC, Telecom Support, or Service Desk rolesExperience in handling network incidents and troubleshooting connectivity issuesFamiliar with ITIL or structured incident management processesCertifications (Good to Have)CCNA / CCNPITIL FoundationJuniper, CISSP (advantage)Language RequirementFluent in English plus one of the following: Mandarin (Traditional and/or Simplified)What Makes You Successful in This RoleStrong problem-solving skills and ability to work under pressureCustomer-focused mindset with a sense of urgencyAbility to multitask and manage multiple incidents at onceGood communication skills to explain technical issues clearly to customersIndependent, proactive, and a strong team playerComfortable working in shift environments#LI-GMAbout Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atEqual Employment Opportunity StatementWe believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.